Usability Testing in Web Site Design: NBII's Experience

1. science for a changing world The Role of Usability Testing in Web Site Design: The National Biological Information Infrastructure’s Experience Lisa Zolly USGS Center for Biological Informatics April 17th, 2001

2. science for a changing world What is the NBII ? The NBII is an electronic gateway to biological data and information maintained by federal, state, and local government agencies; private sector organizations; and other partners around the nation and the world.

3. science for a changing world Challenges for Design of the NBII NBII is a distributed network Multiple developers + multiple formats = potential usability problems!

4. science for a changing world Challenges for Design of the NBII • Multiple audiences • Like many other federal Web sites, the NBII’s Web site has a wide variety of users with different information needs • Researchers • Natural resources managers • Policymakers • Educators • Students • Interested public citizens • Large amount of content • Management and organization are ongoing issues

5. science for a changing world What is Usability? • Usability • Site architecture • Site interface “It is not how much space there is, but rather how it is used. It is not how much information there is, but rather how effectively it is organized.” -Edward Tufte

6. science for a changing world How Do You Measure It? • Heuristics • application of accepted standards • Pros: widely available; inexpensive if self-applied • Cons: more generalized • Testing -observing actual users -Pros: concrete data; specific to your site -Cons: can be expensive; investment of time & resources • Combination -heuristics can correct obvious flaws -follow-up testing can focus on specific tasks

7. science for a changing world Original NBII Homepage Major tools & content available only on homepage Design of site doesn’t reflect mission Navigation not persistent; poor labeling Overlapping thematic areas

8. science for a changing world Initial Redesign • Complete “renovation” of site Jan-Jun 2000 • New “look and feel” to better reflect mission • New interface features to provide feedback • New architecture to accommodate major content expansion and inadequate structure • Five-month project • Core team of five members part-time • Accomplished through heuristic analysis • Redesign Team had usability experience • Former site was completely reworked and expanded • Usability testing would not have been beneficial at this point; would have focused on things already identified as problematic

9. science for a changing world Homepage after first redesign • Launched July 2000 • New interface • Revamped architecture • Graphics convey mission of site • Persistent navigation • User feedback for constant positioning • Fresh content updates to homepage

10. science for a changing world Why Test After Initial Redesign? • How successfully does the site enable users of various backgrounds, and with different information needs, to find answers to their questions about natural resources?

11. science for a changing world Setting Up the Study • Facility - Bureau of Labor Statistics’ Usability Lab - Reserved 2 months in advance - Lab use free to federal agencies • Initial design of test - Formulating questions: specific functionalities to test • Consultation & Hiring of Usability Specialist - Professional review of our testing procedures - Impartial, third-party facilitator to administer test - Authoritative review of findings

12. science for a changing world Setting Up the Study, cont’d. • Recruited participants - Did this ourselves to save money - Needed to recruit from various user constituencies - Methods included: contacting DOI colleagues; posting to listservs; posting notices in local universities; posting on the Web site - Time-intensive: sorting of responses, phone interviews, scheduling took about a week • NBII Personnel Involved - 3 people over 2 days to record observations on checklist, operate video-recording equipment, summarize results

13. science for a changing world The Test • 14 participants recruited; 12 showed up for test • Each session lasted 45-50 minutes • Participants signed consent to be videotaped • Stressed that study was testing the site, not the user or his/her skills • Participants encouraged to “think out loud,” articulate thought and action processes

14. science for a changing world The Test, cont’d. • 22 questions: • 1-6 were “mouse-less”; asked for impressions about the homepage • Where do your eyes focus at first glance? • What looks clickable? • What’s the goal of this site? • Do you sense an organization or structure? • Does the terminology you see make sense? • Is there balance or clutter?

15. science for a changing world The Test, cont’d. • 22 questions, cont’d: • Questions 7-22 were task-based: • Locating recent news about a topic • Getting local information • Finding scientific resources • Searching for specific information • Locating educational resources • Getting information about site & sponsor • Few minutes left at the end for general comments about the site

16. science for a changing world Summary of data Tasks common to general Web use ( find news, perform search, identify source) were easily accomplished. 7 news12/12100% 8 local 6/12 50% 9 name 4/12 33% 10 geo 6/12 50% 11 meta 4/8 50% 12 int'l 10/12 83% 13 search 9/11 82% 14 topic 9/10 90% 15 law 3/9 33% 16 child 2/8 25% 17 tourist 6/9 66% 18 card 9/10 90% 19 scope 7/10 70% 20 sponsor 7/10 70% 21 partner 10/10 100% 22 contact 10/10 100% Analytical tasks (interpretation of terminology, selection of “best source”) were more difficult.

17. science for a changing world So What Does It Mean? • The Good • Users were able to locate information on timely and general topics. • Users liked the design of the site, and found it attractive and uncluttered. • In general, major thematic groupings held up. • They liked the “idea” of the site – a one-stop resource for biological data and information. • Users liked annotations to indexed resources, which provided context.

18. science for a changing world So What Does It Mean? • The Bad • Sub-navigation unnoticed by users who didn’t differentiate it from the banner – colors blended. • Browser “alt tags” rendered over navigational rollovers irritated users. • Right-side, internal navigation for various thematic areas bothered users. • Too many pages had excessive scrolling. • Some areas had too many lists, without the context to aid in resource selection. • Eyes tracked to center of homepage, where links to partners took them off site immediately; not readily apparent what was linked resource vs. our content.

19. science for a changing world Not one user read mission statement-too long Colorful sub-navigation “merges” with banner graphic Biology in the News Browser page “fold” cuts off primary navigation on left External partner link occupied the choicest real estate; users jumped off here and didn’t come back!

20. science for a changing world What Does It Mean? • The Ugly • Labeling/naming of categories not intuitive for many users • Education=resources for beginners, teacher resources, or higher-education opportunities? • Current Biological Issues=Biology in the News for many • Search had many problems • Too many search tools (four) • Use of outside search agent brought in unrelated & unreliable results • Search-oriented users were easily frustrated • Text-heavy areas were ignored or poorly digested

21. science for a changing world “Aren’t news items “current biological issues?” • Education = • General references? • Continuing ed/tutorials? • Teacher resources?

22. science for a changing world Implementation • Interface • Monochromatic sub-navigation (navigation, not design) • Site-wide navigation, key content “above the fold” • Naming conventions • Consolidate “similar-sounding” categories • Clarify vague terms • Education Teacher Resources • Biology in the News  a sub-category of Current Biological Issues • SystematicsSystematics / Scientific Names (jargon issues)

23. science for a changing world Headline clearly defines, reinforces purpose of site in one sentence. Partners highlighted prominently, but not centrally. Persistent navigation is “above-the-fold.” One category deleted, one added. Internal features highlighted, hot-linked, in key eye-space of page. Highlights updated regularly.

24. science for a changing world First redesign: one page, five screens long; three screens of text and bulleted list of 40+ links. Note that sub-navigation buttons changed to flat green to convey “navigation” New site: one and a half screens; content sub-categorized; one paragraph summary.

25. science for a changing world Implementation, cont’d. • Consolidation of search functions • Four “search tools” cut down to two, with no loss of search capabilities • Bullets, highlights, focus points for intro areas; text-intensive area • Top-level pages contain easily scanned main points; paragraphs limited to one main concept; key terms hotlinked • Detail moved to inner pages

26. science for a changing world In Conclusion • Usability testing can uncover both interface problems and deeper, structural flaws. • Prioritize findings, and plan implementation carefully. • Accept that users’ experiences of your site will never be exactly the same, and that the perfect Web site does not exist. • By their nature, Web sites grow and change; thus, usability is a ongoing process, not a one-time concern.

27. science for a changing world Resources Used by NBII • Consultant for the NBII’s Usability Study • Human Factors International http://www.hfi.com • Facility for Testing Bureau of Labor Statistics Usability Lab • - available free to federal agencies • - use of room and equipment only • - users bring supplies and personnel • - BLS does not provide consulting • - BLS does not recruit participants • - contact John Bosley 202.691.7514

28. science for a changing world Print Resources • Good Starting Points • The Web Usability Handbook – Mark Pearrow • Don’t Make Me Think! – Steve Krug • Designing Web Usability – Jakob Nielsen • Information Architecture for the WWW – Lou Rosenfeld • Advanced Topics • Contextual Design – Byer & Holtzblatt • User & Task Analysis for Interface Design – Hockes et al • Anything by Edward Tufte, Richard Saul Wurzman, and Donald Norman

29. science for a changing world Web Resources • Web Sites • Alertbox / Useit.com (www.useit.com) • Usability.gov (usability.gov) • Usable Web (usableweb.com) • User Interface Engineering (world.std.com/~uieweb/moreart.htm) • Human Factors International (www.hci.com) • Listservs • ASIST&T’s Information Architecture SIG (www.asis.org) • ACM’s SIG-CHI (www.acm.org)